Access to Attachments on Journals from within Incidents

Details

Customers may have a need to attach screen shots from emails as additional attachments to the incident itself. This can be accomplished via a roll-up. It may already be configured, and below will show you how to enable it. If is not configured, the second set of steps will walk you through creating a roll-up.

Resolution

If already configured, simply enable the roll-up as shown below:

1. Select the Attachment tab

2. On the far right side, enable the drop-down under the green + sign

If you cannot select the Email Attachments in the Attachment tab as shown above, you will need to configure it. See steps below:

1. In Configure application, select the Incident Business Object under Business Objects

2. Go into Layouts and select the correct Layout to modify, depending on your Role